Norway – Repair and maintenance services – Maintenance and further development of ServiceNow

Purpose Norsk Tipping (NT) currently uses ServiceNow, among other things, as IT Service Management and CSM tools and currently has a licence and maintenance agreement through DXC Technology. The contract expires in February 2027 and this procurement is a renewal of the maintenance contract for ServiceNow. NT is looking for a professional cooperation partner who can help maintain and further develop the current system. Tenderers must see possibilities, propose improvements and have good routines for development and support. The CSM module is used by Customer Service (Interactions/Case), Dealer service and some other small user groups (Case). Customer service is among norway's best and requires high efficiency in case handling with focus on quick access to information, getting pressure and high system degree. The system bears the mark that it has lived for almost 10 years. There are some technical debts that we need help cleaning up. Part of this is moving some internal APIs, which have been made available with MID-server, over to exposed facade services which are more responsive. The ITSM module is used to a very large degree by IT Operations, but also on customer service, dealer services (incident) and in Security. The case types in use are: incident, major incident, problem, change and request. NP's internal Service Desk and HR use Agent Workspace. ServiceDesk receives cases via the user portal, chat, telephone, attendance and e-mails that are automatically registered in ServiceNow. The case types they work with are primarily incident and request. It is a well developed Change management with a number of automated standard changes. ServiceNow is receiving more and more changes via pipeline or other integrations from internal Jira. The operational centre is the escalation point for general errors in the systems. They have monitoring and use, among other things, Splunk to receive events. Emphasis will be put on the tenderer ́s experience and competence in addition...